Support

1. I didn't get my verification code

Codes arrive by email or text message within about a minute, and they expire after five minutes. If nothing arrives:

• Check your spam or junk folder, and search for TrueWork.
• Confirm the address or number you typed has no typo.
• Wait for the countdown on the screen to finish, then tap Resend.
• If your email is a forwarding or alias address, try a direct address instead — some forwarding services drop automated mail.

Still nothing? Email hello@thetruework.com from the address you are trying to register and we will sort it out.

2. I forgot my password

On the sign-in screen, choose Forgot password and enter your email or phone number. We will send you a code to confirm it is you, then let you set a new password. Passwords need at least 8 characters.

For your safety, we always show the same confirmation message whether or not an account exists for what you typed. That is deliberate — it stops anyone using the reset screen to discover who has an account.

3. How do I join my store?

Your manager sends you an invitation. Open it on your phone and it will take you into the app to finish setting up. Invitations expire 24 hours after they are sent — if yours has lapsed, ask your manager to send a new one.

You can belong to more than one store at the same time, and your own record travels with you between them.

4. Can my employer see what I wrote?

No. This is the core promise of the product, and it is enforced by the system rather than by policy:

• Nobody — not your employer, not your teammates, not TrueWork staff — can see who evaluated whom.
• Your employer never sees individual ratings. They see only published averages for the team.
• Anonymous reports carry no sender identity, and there are no read receipts.
• We deliberately do not show who has or hasn't taken part, because that alone would be enough to work out who said what by elimination.

The full detail is in our Worker Rights page and our Privacy Policy.

5. Why does a result say "Insuff. data"?

A result is only published once enough people have responded for the average to stay anonymous. Below that point we show Insuff. data rather than a number, because publishing an average built from very few responses could make it possible to work out who said what.

It is not a mark against anyone. It usually means the team was small that round, or several people were away.

6. When do results appear?

Evaluation rounds open and close on the schedule your store has set. When a round closes, results are worked out and published to everyone entitled to see them, and you get a notification. Published results cannot be edited afterwards — by your employer, by us, or by anyone else.

7. Managing or cancelling a subscription

Store owners

Owner plans are handled on the web rather than inside the app, and payments are processed by Stripe. To view your plan, update payment details, or cancel, email hello@thetruework.com from the address on the account and we will send you a secure link. Changes take effect once Stripe confirms the payment.

Employees

Employee Premium is billed by Apple or Google, not by us, so it is cancelled the same way as any other app subscription:

• iPhone or iPad: Settings → your name → Subscriptions → TrueWork.
• Android: Google Play → profile icon → Payments and subscriptions → Subscriptions → TrueWork.

Cancelling stops future charges. Your access continues until the end of the period you have already paid for, and your history stays in the app either way.

8. How do I delete my account?

In the app, go to Settings → Delete account. Deletion is irreversible and takes effect within 24 hours. Your name, email, phone number, and sign-in credentials are removed, and any further activity on the account is blocked.

Results already published stay in the system without your name or contact details attached, because removing them outright would break the team averages for rounds you took part in. If you would like that de-identified history removed as well, email hello@thetruework.com and we will handle it within 30 days.

9. How do I request a copy of my data?

You can see all of your own published results in the app at any time, and employees can generate a shareable record to take with them. For a full export, email hello@thetruework.com from your registered address and we will respond within 30 days.

If you are in the European Economic Area, the United Kingdom, or California, you have additional rights described in our Privacy Policy.

10. Reporting a problem

There is a Report a bug option in the app's Settings, which sends us the details we need to investigate. You can also email us directly. It helps a lot if you include:

• What you were doing when it happened.
• Your device and operating system version.
• A screenshot, if you have one.

Please do not include anything you evaluated or wrote about a colleague — we cannot look at that, and we do not want it in an email.

11. Contact us

Email hello@thetruework.com. We reply within 5 business days, and usually much sooner.

TrueWork is operated by Cloudhood, Inc. in the United States. For privacy questions, use the same address and mention privacy in the subject so it reaches the right person.

Related pages: Privacy Policy, Terms of Service, and Worker Rights.